Randolph-Brooks Federal Credit Union Reviews & Info

Randolph-Brooks Federal Credit Union is a Federal Credit Union with 39 branches, assets of $5,082,146,077 that is headquartered in Universal City, TX. Originally chartered in 1952 to serve personnel at Randolph Air Force Base, Randolph-Brooks has expanded to include employees and associates at more than 2,000 select groups and eight underserved communities in the San Antonio and Austin areas. Ranked among the top 25 of nearly 7,700 financial cooperatives, Randolph-Brooks is one of the strongest credit unions in the country. Recognized for financial stability, our credit union consistently receives the highest ratings of "Five Star" and "Superior" from two respected organizations that rate financial institutions in the United States.

I have been with them for over 10 years with multiple accounts and loans. Unfortunately, they are more concerned with growing and gathering new customers then they are taking care of their current ones. They have become unethical and fee happy. Stay away! I will be closing my accounts as soon as my direct deposits are rerouted. Customers deserve better than they can offer.

Never open an account here if you are homeless or struggling to pay bills. They charge $25 for every overdraft transaction. It is ridiculous. I am a disabled veteran and can never get out of the hole. They do nothing to help me but instead take more and more of my money with the fees. Calling them does not help. I am trying to help others as a warning if you are short on funds. Avoid Randolph Brooks at all costs. If you are a student, beware. If you are rich and can live comfortably, then no problem. I wouldn’t recommend RBFCU to anyone. Best of luck.…show more

Randolph Brooks is a federal credit union. I visited a branch on Randolph Air Force Base. I am an retired Army officer. I used to have a home loan with them and was a member. To be a member, I had to put a small amount in a "share account" with them. When I paid off my home loan, I left the money in the credit union, assuming that would keep me as a "member" in case I ever wanted to use them again. That didn't work.... they just closed the "share account" without ever notifying me and basically "Took" my money as fees for not using the account.

Well, today, I happened to go in this same branch ON THE MILITARY BASE and tried to just exchange some $20 dollar bills for smaller denominations. They wouldn't even provide that small service for me because I am a "nonmember". The teller even gave me some crazy story saying that a Federal regulation prohibited them from doing so. I know I'm a senior citizen, but I'm not stupid and know that was a lie. They advertise on their website that they serve their members and the community. Obviously, that isn't true!

This bank has really gone downhill. Their customer service supervisors need a lot of "customer service" training. I have been with this bank for almost 20 years and I used to be their biggest fan. Now, they have started charging "courtesy fees" which are really NO courtesy at ALL, and they charge them unethically. Look at the BBB, there is a long list and a class action law suit for their "courtesy fees". Go somewhere else!…show more

LOW ETHICAL STANDARDS. DO NOT PUT MONEY IN THIS BANK. The New Braunfels branch double paid $500 payment, then charged a $24 courtesy fee when acct was overdrawn. I refused to deposit anymore money into the acct and asked them to fix it or close my acct. They refused to do either. The following week the bank paid three unauthorized payment to internet companies without any card activity, authorization or approval from me and on top of that, they charge me three more $24 courtesy fees. I called and asked them to not let any transactions go through and file disputes on the unauthorized charges. They told me any stopped payments would be $25 and filed no disputes. So I go in to close the account, and they refuse to do so unless i pay all the courtesy fees.…show more

I have been a credit union member for sometime and well today I had three items pending, so I made a deposit the same morning and they still charged me for 3 NSF charges. BEWARE! All about the money now a days!

I just closed my accounts with RBFCU after seven years. I had debits coming out of my savings account, which is linked to my checking. I was under the impression those debits would come out of my checking, but I was mistaken. Nevertheless, I was also under the assumption that since my accounts were linked, that one account would cover the other in the event of overdraft. This is apparently only the case when the circumstances are backwards (checking going into overdraft with money in savings). When I called the customer service line for RBFCU, the agents were rude and humiliating. When I asked to speak to a supervisor about this situation, I received the response of "(scoff)...you're just gonna get the same answer." It was horrible! That person then transferred me to "Lindsay." I told her to please not let anymore debits come through my savings, that it was ridiculous to have debits coming through my savings and, also, ridiculous that RBFCU wouldn't pay those charges out of my linked checking account. I had to ask to speak to her supervisor as well and, believe it or not, I got the same response from her! She placed me on a brief hold and then told me her supervisor was busy and they'd call me back. I never received a call back. I came to a level of acceptance and decided it wasn't worth the effort and I would just absorb the $75 in NSF fees. Then, my bank account was hit once again by a "retry" of those same charges. BAM! Another $75! I walked into the bank branch this time to talk to someone face to face. They were very apologetic and said they can't do anything without corporate approval. PLEASE! IF YOU VALUE HAVING MONEY IN YOUR BANK ACCOUNT, AVOID THIS BANK LIKE THE PLAGUE! THEY ARE NOT THE FRIENDLY SMALL-TOWN BANK THEY USED TO BE! THEY WILL TAKE YOUR MONEY VIA OBSCURE LOOPHOLES EVERY CHANCE THEY GET!…show more

Ive been with Randolph Brooks for about 3 years now. I see some of the other reviews and they state RBFCU over draft fee is only 20 dollars. (Its 24 dollars now). Im kind of in the middle when it comes to RBFCU. When I call the 2109453300 number they are always professional but they can never really answer my questions thoroughly. Usually its about the over draft protection. They use to have a certain amount they allow you to overdraft and they would be able to tell you. Now when you call they say they cant tell you the amount but if you qualify for the over draft protection it ranges from 0 to 2,000 dollars. Then they say some times it will let you over draft and some times it wont. But, it never lets me go pass 750. The only reason it goes up to 750 for me, is because of the 24 dollar fee they charge to overdraft on every transaction that you over draft. Honestly, if they didnt have the fee of 24 dollars for each over draft, I could probably save myself about 150 dollars every month. So if you do the math, there are 12 months in a year. RBFCU gets about 150 dollars times 12 from me every year. The other problem I have with RBFCU is if a merchant cancels out your order on some thing without your permission, RBFCU still charges you that 24 dollar fee even though the merchant puts the credit back into your account. Example: I purchased a phone online. I knew I was going to have to overdraft. So, it went through, but the next day the merchant sends me an email and said they canceled my order because i bought too many phones from them online, and now I have to go into their store. Then they said the money would be put back into my account in 1 to 3 business days. I needed to contact my bank. I know the money will be put back but RBFCU is still charging me that over draft fee. I dont think I should be held accountable for that if I wasnt the one who canceled the order, The credit was put back into my account so shouldnt the fee be put back too? That is some thing RBFCU and the merchant should handle. We should not be responsiblefor that. Also, I have direct deposit, RBFCU is forever offering loans but wont qualify me for one even though I have shown that I pay my fees and over draft back every time I use it. Every frst of the month I pay it back. Like clock work. So why dont I qualify?! If its because of my credit, then why allow me to have an account with you in the first place? Seems as though if you allow that and you take my money, i should be able to take yours when i need it and pay it back. That is part of the reason some people try to establish an account with a bank, so they can get loans. I strongly feel like this bank could be doing more. Especially since i have been with them for so long and I always pay back what i over draft. Seems kind of stupid you let me overdraft every month, but wont give me a loan. But then again, that is how RBFCU makes some of their money. Over draft fees. Well, played.…show more

This has been the Credit Union have used since i was 14. The service is amazing and the people are always so friendly. I think the best experience i have had was my car loan. I literally we in, talked with an advisor over webcam, got approved and bought my car the very next day. The rates were amazing and i couldn't have been more happier with my purchase and service provided.

Why is one of the San Marcos branches of Randolph-Brooks Federal Credit Union (RBFCU) right next to an A+ Credit Union (A+CU)?! I hope that one of them relocates, because while A+CU is part of the sister branch network of which UFCU is, RBFCU is NOT. That is pretty strange: UFCU is the largest credit union in the Austin metropolitan area, and San Marcos IS part of said metropolitan area (!). That said, while it is annoying that a $2 charge is applied to any transaction at RBFCU for UFCU business, the good thing is that RBFCU does allow anyone not part of their financial institution to do transactions there. It is also good that the charge at RBFCU's drive-up ATM machine is not THAT high.…show more

I've been with RBFCU for over 7 years now and it wasn't until today that I was seriously upset with them. I've never over drafted my account and it wasn't until a few days ago that my Verizion wireless bill caused me to go over by $5.97 in my account. RBFCU rejected the payment and slapped me with a $24 NSF fee. I called RBFCU to see if they could do a one time courtesy fee reversal and was told, "No", "RBFCU is taking a stance to longer do courtesy fee reversals".

I must say, I've worked in the financial services industry for over 10 years and I've never seen any institution decline a one time fee reversal. Placing limits on how many are allowed is absolutely fair however to not have the compassion to forgive a one time error on the clients side is just mean!…show more

The worst customer service I have ever experienced. Never get returned calls, put on hold for over twenty minutes, every time I try to conduct any business here it is a night mare. Looking for better customer service elsewhere. I would not ever recommend this credit union.

I would just like to thank you all for top notch service when processing my financial needs as there are many over the years. Your team never disappoints! I certainly want to thank Mr Kenneth Payton for his true professionalism and kindness that was displayed during my process today. Not only did he answer all my questions with solid answers he went above and beyond the call of duty to steer me in the right direction with services that RBFCU provides. I manage a customer service based company here in San Antonio and being kind and professional is what gains customer trust and continued business.Again thanks to you all and especially Mr Payton! (Peyton) Not sure of his spelling.Brian Simpson…show more

This bank needs work. I just got hung up on by a customer service agent after being on hold for a long time. They offered me a skip a pay for December but retracted it before I could use it. Since it was offered I didn't budget my month to include this payment and now don't have the money to pay it. On top of them screwing up my finances, I get hung up on while trying to fix this. Their ATMs are far and few in-between and are broken half the time and don't accept cash deposits. They have double deposited checks on more than one occasion the rbfcu app. Just get your loan and keep your business elsewhere.…show more

If you wanted to be treated like a number instead of a member than RBFCU is the place for you. I can't tell you how many times I have been charged courtesy fees from RBFCU all because of the way they process transactions. And when you go in to try to figure out the problem they try to tell you that nothing can be done unless it is an error made on their part. As an example I had $250 in my account and transferred money let's say $200. I accidentally used my card and got charged a fee which I understand. Well RBFCU decided that they would process the first transaction last and charge me another fee even though there was money to cover it. I take responsibility for the first fee but this isn't the only time they processed transactions out of order resulting in multiple fees. Also the one time I did ask to speak to a supervisor the bank teller informed me that there was no supervisor or manager available.…show more

Been a RBFCU customer for years and had an issue with transactions posting. Instead of working with me and noticing the fault in dates of purchase to post, they refused to help. They required me to contact the merchant who then had to email them directly to even consider looking at the dates of transactions to believe me, even though it was with my checking account and not my credit card. Finding a new credit union as soon as possible.…show more

A member since 1993. Now leaving Randolph Brooks. Why risk starting over elsewhere? Because at RBFCU you’re guaranteed to be treated like a number. And that won’t change. As a result of my Quarter Century of membership I can attest that stepping on its members is definitely the NEW status quo, not just a bump in the road.

They had me waiting in the drive thru line and waited for 15 min for them to tell me I had to go inside and then to say we are close (why would she say come inside now)And their wasn’t a lot of cars out at drive thru. Really disappointed ☹️ I always recommend y’all to others. I’m not asking y’all to break any rules but be more prompt when we y’all know theirs a time when y’all close. Get it together!!…show more

I requested account assistance from their customer service by telephone and by email after a poor experience with a branch manager. I am still waiting for a response a week later. Poor customer service from a branch manager, telephone customer service, and email.

I left my original credit union for RBFCU just because it was closer to home. Big mistake. RBFCU just doesn't have the credit union customer service mentality. I'm closing my acct and heading back to my original credit union. The drive is worth the customer service and care for the customer. This bank should have failed or been bought out a long time ago.

Stay far away! I’ve been banking with RBFCU for many years and they have been shady on many occasions but I just let it go. This time, I’ve had it. About two years ago I accidentally paid a credit card online and unfortunately forgot and scheduled it twice resulting in an overdraft of $24.00. I called and they suggested enrolling in overdraft protection since I have money in my savings most of the time. This would prevent any issues in the future. So I enrolled as they suggested.

Since then I’ve had multiple issues and no one wants to correct any of the issues. I speak with someone and they tell me one thing and every person after that tells me something entirely different. That brings me to today. I checked my account because I needed to find the exact date I went to a Doctors appointment so I was looking at my copays. I login and it shows my account is almost $600 in the negative. As I look I see that I’ve been charged EIGHT $24.00 courtesy pay fees. This started a cycle of multiple charges putting my account further in the hole. The reason for my frustration is due to the fact that I had over $2800.00 in my savings. Between me and my 18 and 22yo children we have 3 checking and 3 saving accounts. I also currently have a loan with them and have had several in the past, all paid off way early. I call them and I’m told that the six transfers allowed per month had already been exceeded so they weren’t able to transfer the money over to cover the charges. They explained this is federal regulation and I understand that. However, they continue to explain to me that if I were to be paying a loan or payment to them they would be able to deduct out of the savings to cover it. Imagine that, they will make sure they get their money. I explained to them that this information was not given to me when it was recommended that I enroll in overdraft protection. I ask if they will reverse fees and they tell me no. I asked to speak with Peggy, a supervisor and she still says that they can’t reverse them “because they did what they were supposed to and paid the transactions.” Yep, they did but I had money to cover it and even offered to come in and transfer funds immediately to rectify it. They were hell bent on not working with me.

I am going to be headed to RBFCU tomorrow to close all the accounts with the exception of the one required for my loan. I’ve had it! They’ve screwed up repeatedly and don’t want to correct it so they will now lose a customer of many years and lose three customers all at once. Bye bye RBFCU.…show more

I've been a member for 25 years and they have never done me any favors!! In the past two years I have requested a personal loan twice once for funeral expenses and once now cause I got behind on bills due to heart surgery and fully back to work and both was turned down for and we are only talking about a grand! Let everyone Christmas they offer me a holiday loan in which I've always repayed in half the time. Infact just paid off the grand loaned to me for hoildays in February making it just two months! Do you see how F up it is to screw me in my darkest hour of need but, cram hoildays loan down my throat!! Then what really hurts is they don't even call me back when the answers No!! They left me hanging both times!! I had to call! In last two years they have also been screwing my checking account around with cp sometimes I have unless I really need it!Then BS NSF charges!! Well, I hope there sued and auitted and get a taste of there own medicine some day!!!…show more

I've been incredibly frustrated with this bank. I have had them for 12 years and as of the past 12 months, they have declared fraud on my account at least once a week, sometimes twice a week. They continue to waste an hour to two hours of my time a week having to call their system and no one ever knows what's going on and always points fingers back and forth between Mastercard and RBFCU. They have wasted over 100 hours of my life this past year in just trying to get my card active. I am incredibly disappointed with RBFCU's downhill turn and will be changing banks as soon as I get situated. STAY AWAY FROM RBFCU!…show more

horrible horrible bank, ive been banking with them since 2011! Have a checking, savings and car loan with them well today some company out of Russia tried to charge my account for greater amounts that were in my account I immediately called to let them know that it was fraud and I had looked online and they were a fraud saw multiple review and persons it had happened to , they did help me with a stop payment but I already had four nsf fees because it was being rejected and they kept trying different amounts. asked if they could help me with a refund on those and was told no! unless they received a letter stating its a merchant error then they could refund it, and I was just in disbelief someone is charging my account no idea who it is looked online looks like its fraud and you expect me to get a letter saying its a merchant error lol well I hope those $98 in fees are worth it I will be cancelling my account today! crazy!!…show more

SAY NO TO RBFCUPlease DO NOT bank with RBFCU, let me tell you why. I have bank with RBFCU since September of 2015 and have not had a problem with them until October of 2017. I opened two additional accounts with them with my daughters; therefore I have three accounts with them since 2015. On each account I have request and specified that I DO NOT want them to pay anything I do not have in my account, meaning NO COURTESY PAY. Tell me why for some strange reason one of my accounts did not have what I requested on it? Plus, I never had an overdraft fee with this account because it was supposed to have NO COURTESY PAY on it; and it was set up to help me save money. Anyways, last year 2017 when my daughter lost her wallet and I gave her my debt card so that she can transfer money from her account to my account and use it while she was away at college until she gets her new card. My daughter knew that I had NO COURTESY PAY on my account so off course she is just swiping away and me on the other hand I know that I have NO COURTESY PAY on my account so I am not checking the account. Here it is in October of 2017 after she received her card; I went into my account to check about the deposit made. To my unexpected surprise my account is at a whopping negative( -$630) and as I examine the account it was obvious that she was swiping thinking it still had money because she had a lot of $1 NSF, $2 and $3 and $4 NSF and yes they would charge me the courtesy pay on these.

So, figured I would call and explain what happened by them not putting NO COURTESY PAY on one of my accounts as I had requested along with explaining what had transpired with my daughter; then they would logically, plainly, and sanely see that my account even from pass history has NEVER been overdraft and at least would refund me half of the overdraft fees as a form of courtesy for good customer service. But NO, they said they cannot do that and that I would have to pay the entire balance. I have spoken to countless people at RBFCU and they still say we are NOT REFUNDING ANY OF THE COURTESY PAY you will have to pay the ENTIRE BALANCE.PLEASE AGAIN I PLEAD WITH YOU DO NOT BANK WITH THIS BANK; THEY WILL SCREW YOU OVER FORSURE!!!!…show more

This credit union is the worst financial institution I have ever had the misfortune of dealing with. I am a financial expert with 5 licenses and I am absolutely appalled at the way they conduct their business. Please beware. They intentionally post DEBITS before posting CREDITS for the purpose of raping their customers out of $24 courtesy pay fees at every opportunity! They have raped our business account for hundreds upon hundreds of dollars!

If you want to get hit with overdraft fees for Items pending that you can't see, then get hit again with more when an itemPosts; knock yourself out.Put this bank up there with BOA for total b.s . Terrible customer service that has zero answers. I was incorrectly charged fees and asked that only one for $24 be removed. You'd think after being a member for close to ten years they'd oblige but nope; they want your money. I'm sure the number of people that will look elsewhere after reading all these negative reviews was worth the $24 fee. This place used to be great and I recommended it. Spreading the word; so many better credit unions out there that respect and appreciate you.…show more

They take your money. They are full of hidden fees that stack up. Piles of hidden information that will cost you hundreds and hundreds of dollars. Stay away from this company. They lie, they take away your money with no explanation, and they have horrible customer service. This company is made for profits and profits only. Highly recommend any other credit union that is not called "RBFCU."

This is the worst banking instutution I have ever been involved with. Customer service and advicacy rating is ZERO! They are unhelpful and condesending while not issuing me MY FUNDS! Looking for new bank now!

I have had an Acct with rbfcu since I got my first job (24 yrs ago) and they are a very good company. I have opened an acct since then at a bank and they didn't live up to the same standards as rbfcu. I actually worked for rbfcu for several years it was my second job. I loved it bc I could help members and I did my best to offer good customer service to everyone. At times I remember handling some that were mad, grumpy or had an attitude and I knew the minute I shook their hand or as they came up to my window. FYI when you go to a bank try to be happy and have a smile on your face. I truly didn't want to handle these people bc they would blame me if they didn't get a loan or an acct. was not my fault but theirs. I realized when working with peoples money your gonna come across people who aren't too nice. I know now that times can be difficult but you have to make the best of them. My account isn't what I want it to look like but it's not the banks fault.…show more

Im going to steal this comment from a previous poster as its conveys EXACTLY what i wanted to say...If you want to be robbed, humiliated, lied to, money taken out of your account with no explanation, this is the credit union for you.

This bank over the last three weeks has ripped us off for 24.00 dollars a week. They cancelled an auto loan after the papers had been signed, put 300.00 dollars in our account and then took the money out with a personal explanation, their customer service representatives and supervisors are the worst example of customer service, then when you tell them you are going to pull your account they talk down to you. If you want to be robbed, humiliated, lied to, money taken out of your account with no explanation, this is the credit union for you.…show more

This is a small-town bank with poor service. I tried to download my tax Form-1099 from their website. Guess what? No can do. My accounts at other instutions have had that available for years. I inquired in person about how to get my stepson's account number to set up a transfer. I was told that he or his mother would have to to come to the branch in person: an absolute lie! My wife called the bank and got the number over the phone. I have never experienced a bank with service so rude, unfriendly, unhelpful, and untruthful. I can't think of a redeeming quality. My experience is with the branch in Schertz at 3009 & I-35.…show more

Terrible customer service, acted like they didn't have time to help. People can be so rude instead of just offering help, if you don't like what you do change it.Randolf brooks federal credit union on 10567

I have been with RBFCU for 5 years now. I have had 5 previous loans with then that all went smoothly. I have never been late on a payment, never. Closed off 2 loans already and now about to get my 6th loan with them and unfortunately they connected me to the loan dept and I had Annabelle helping me. She has absolutely horrible to work with. Literally told us we are taking a huge risk buying our RV site unseen and would still be responsible for any fees if it wasn't what we expected. First of all, who in the world does loans by practically talking you out of the loan!?? And for her to act like she knows anything about what we are buying or what research I've done on it?? Then she changed all our preapproval info because she thought and repeatedly kept saying the last RBFCU rep put the wrong model in when really it was right to begin with!! When I told Annabelle I could call the bank who has the loan now to find out the true model she said "you could try but most banks won't be of help"! What!!?? I called the other bank and they were completely professional and helpful. Answered quick and told us the model right away which proved Annabelle just wrongly changed our application info. I've always been happy w RBFCU and refer everyone here. This is the first time I've ever dealt w someone so completely negative and unprofessional!!!…show more

I have been with Randolph Brooks for two years now. Everything was great, at first. They offered free sign-up, had great customer service, and there are two branches located close to my home. However, four months ago, they over drafted my account four time in a row, even though I had over draft protection. They said that Paypal doesn't fall under those guidelines. Now I owe over four hundred dollars in fees, even though all of my initial purchases were under five dollars. When I'm done paying this off, you can be sure I'm switching banks!…show more

I really like this account for the fact that I get $0.10 every time I use my debt card. I like to put my spending money in this account and just use my card. If your getting something that cost under $2 your really making money. As far as the interest goes I don't see much and that's okay cause if your looking to earn lots of money you should really have a savings account the. But all in all this is a good checking account.…show more

I was with Randolph FCU for about three years and they were awesome. The overdraft fee was onky $20, which is less than most other banks of federal credit unions. They provided excellent customer service and they also had no problem crediting your account for unneccessary overdraft fees. They make it easy for you to do most of your banking needs on line. I really miss having them as my financial institution.

I've been banking with RBFCU since 1992. I recently hit hard times and we ended up having a vehicle repossessed last summer. I still have an active car loan with them. Through the whole ordeal, their customer service worked with us. If we couldn't make a payment on time, they said to let them know what date we COULD make the payment and if something came up that effected the date given, just call and update them with a new date. They worked with us as much as they could and I will always recommend RBFCU to family and friends.…show more

I have been with RBFCU for some time now and i absolutely love their checking accounts. I get 10 cents back on every debit card swipe and i always get paid that amount in February of the following year. Even though RBFCU is not everywhere i have yet to go to somewhere that has not accepted my card. I very highly recommend RBFCU to anyone in the San Antonio area or Austin.

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